Tier II Support Specialist - Clearable

RCG is a growing federal contracting company and Certified as a Great Place to Work. We are looking for strongly qualified people to help support our clients. We are currently seeking a Tier II Support Specialist (must be clearable for a secret clearance) for full-time positions as part of an ongoing contract in Washington, DC near Farragut West metro station, the position is on-site with no remote options.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and be eligible for a Public Trust clearance. All this means is there will be an extensive background check that you will need to pass.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

Duties and Responsibilities:

• Provide customer service support during their designated shift, by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals
• Perform diagnostic testing and operation of IT hardware or software
• Manage service requests, escalating as appropriate with follow up to resolution
• Escalate calls and issues to Tier III support when necessary
• Fulfills requests for workstation set-up and hardware removal
• Ability to remotely assist customers with hardware and software support
• Handles break/fix and hardware repair
• Assist Asset Management Team with resolving asset discrepancies
• Assists in providing documentation support creating and updating technical and standard operating procedures
• Work closely with other departments for collaborating projects
• Other duties as assigned

Required Qualifications:

• Ability to attain and maintain a federal security clearance
• Strong customer service and interpersonal skills and the ability to work well in a team environment
• Experience working in a dynamic environment and producing quality work with demanding timelines
• Experience with ticketing systems such as ServiceNow
• Troubleshooting Windows 10, Edge, Chrome, MS Teams and other peripherals
• Must be detail oriented, particularly when multitasking
• Network printer installation and troubleshooting
• Ability to develop alternative solutions to solve Tier II technical issues
• Excellent verbal and written communication skills in the English language
• Excellent administrative skills: organized, efficient, and versatile
• Experience modifying access to shared drives; working with remote tools and mobile devices
• High school degree or equivalent with a minimum of two (2) years of related experience

Desired Qualifications (you do not need to have, but would be great if you did:

• HDI Customer Service Representative Certification (HDI-CSR)
• ITIL Foundations 2011 (v4), Security+, A+ certifications and/or other relevant certifications
• 2+ years related experience working on civilian federal government agency contract(s)
• Associate degree/minimum two (2) years college in related field or equivalent
• Current, active Secret clearance highly desirable

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.